CRM Campaigns Manager
Description
Location: London |
Reporting To: Senior Growth Manager - CRM & Retention |
Who we are |
At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable. And don’t just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:
We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday. |
Where we need your help |
We are looking for a customer obsessed CRM Manager to be an advocate for our existing customer base ensuring we are communicating with them engaging, relevant and timely content. This role is an exciting opportunity to lead our efforts in enhancing our organisations CRM communications. This role will be crucial in enhancing our customer engagement strategies and driving business growth.
Taking the Marketing and CRM roadmap, you will be responsible for overseeing the execution of our strategy: managing cohorts, segments and creative to deliver content that our customers will engage and convert through.
We are looking for someone who has advanced knowledge of using Email Marketing tools, experience building and delivering content strategies. The ideal candidate will have a deep understanding of CRM, how they can analyse data to understand and target different cohorts and segments, create opportunities for efficiencies, reporting and creative enhancement across our channels.
This role sits within the Growth team, but has a wider reach working with brand, creative, merchandising and more. You’ll be part of a team using innovative technology and pushing each other to optimise the customer experience and communications throughout our customer lifecycles.
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What you’ll do |
● Content Strategy and Planning: ○ Play a pivotal role in our Growth Marketing team, liaising across the business to deliver a content strategy that aligns with our retention objectives and the core cohorts which drive the business. ○ Analyse data and customer behaviour along the marketing funnel and lifecycle stages to develop targeted marketing initiatives and content that adjusts to resonate with these audiences - e.g. new, loyal, lapsing etc. ○ Analyse current processes and workflows to identify opportunities for improvement. ○ Be the SME for deliverability, feeding back to the team the latest developments and ensuring our content delivers an 100% IPR. ○ Influence our growth marketing strategy with insights and foster cross-functional collaboration with content, design, and other stakeholders to ensure alignment with our business goals and strategy. ○ Own AB testing of our content, driving a test and learn mindset.
● Content Execution ○ Own the briefing and production of CRM campaigns. We plan in advance of our launches, and respond to new trends and key brand messages meaning you will need to be organised but also not phased by quick changes and turnarounds. ○ Partnering with Brand and Creative to ensure assets are aligned with the initial brief. Feeding back performance insights to optimise the customer experience, and helping develop a better understanding of what works best for specific cohorts & segments. ○ Owning the CRM content process from brief to content delivered, and being the main contact for key content decision making. ● Customer Engagement and Retention ○ Strong understanding of Retention metrics and proven track record of taking these metrics and developing strategies to move them. ○ Experience with Loyalty programs is desirable but not a pre-requisite.
● Data Analysis and Insights: ○ Analyse data and metrics to measure the effectiveness of our initiatives, identify trends, and provide insights to drive continuous improvement and adopt these insights in future strategies. ○ Generate regular reports on campaign effectiveness, efficiency gains, and key performance metrics. ○ Lead continuous improvements through rigorous A/B testing and monitor key performance indicators for optimisation opportunities. ○ Communication across various teams of insights into our customer database to help inform them on specific behavioural differences, as well as help the creation of deliverables and justifying design choices with data-backed performance. ○ Train and educate all team members on CRM best practices, ensuring effective utilisation of our marketing systems throughout the organisation
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What you’ll bring |
● A creative, analytical, and commercially driven individual ● Understanding of CRM metrics and drivers of performance ● Attention to detail and the ability to clearly brief, build and deliver high quality, on brand CRM content to delight customers ● Team player, able to work with multiple business functions to achieve objectives ● Exceptional communication skills, written and verbal, you’re known for your visual organisation plus clear and concise style ● You have experience working with ESPs e.g. Bloomreach, Braze, Responsys etc ● Experience with HTML and CSS ● Experience with Google Analytics, and GA4 ● Experience with other reporting tools e.g. PowerBi, Tableau, Sigma. ● Aptitude for test and learn mindset - and feeding that into day to day operations ● Understand how to optimise customer journeys by analysing results and data ● Strong organisational skills to manage the various CRM channels content production processes ● Experience working at a high-growth start-up or scale-up environment where you’ve had to be a scrappy self-starter with a focus on iteration and pragmatism ● Self-motivated and enthusiastic approach to work who excels in challenging environments ● A growth mindset, comfortable surfacing your own failures to drive learnings, knowing when to pivot, knowing when to persevere |
To be successful at Monica Vinader... |
● You are a doer ● You’re a team player ● You’re humble ● You are honest, straightforward and transparent ● You are a good teacher/mentor (approachable and accessible) ● You want to get your hands dirty ● You solve problems ● You are resilient ● You are flexible ● You are entrepreneurial, smart, and passionate ● If you don't know something, you say so. Then go figure it out quickly ● You love working in a creative environment ● You have a sense of humour ● You are an insatiable learner |
Additional Requirements |
Ability to document your authorisation to work in the United Kingdom. |
Travel Requirements |
Regular travel to our London office required. Occasionally travel to Holkham, |
Our Aims and Values |
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are: Customer Obsessed Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty. Caring We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach. Fast Paced We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take. Exceptional We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage. Commercial We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.
Monica Vinader as a global business makes the following inclusive culture pledge: |
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This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company. |
Monica Vinader Ltd, Holkham Studios, Longlands, Holkham Park, Wells-next-the-Sea,
Norfolk, NR23 1SH
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At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable. We are digital first, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday. Further information is available at www.monicavinader.com